How do I make a reopened ticket unassigned?

Question

How do I make a reopened ticket unassigned?

Answer

It is possible to un-assign reopened tickets after a ticket has been set to a solved status through the use of triggers. You can set up this workflow by creating a new trigger from the Triggers page.

To create the trigger

1. Click the Admin icon () in the sidebar, go to Business Rules > Triggers, and click to add a new trigger.
2. Under Meet all of the following conditions
   • Ticket: Status > Changed from > Solved 
   • Ticket: Status > Is not > Closed
3. Under Perform these actions
   • Ticket: Assignee > (-)

                 

For more information on configuring triggers, see Creating and managing triggers for ticket updates and notifications.